Shipping policy

Last updated: 27 August 2026

Thank you for shopping with StellarPetSupplies.

This Shipping Policy explains how orders are processed, fulfilled and delivered. Please read this policy before placing an order.

1. Our Fulfilment Model

StellarPetSupplies is an online retailer that uses third-party suppliers and fulfilment partners to fulfil some or all customer orders.

This means that products may be stored, packaged and dispatched directly from a supplier or fulfilment facility on our behalf rather than from a StellarPetSupplies-operated warehouse.

Some products may be dispatched from outside Australia, depending on the product, supplier and delivery destination.

Regardless of where your order is fulfilled, your purchase is made from StellarPetSupplies, and you should contact us directly if you have a problem with your order.

2. Where We Deliver

We deliver to the locations made available at checkout.

Available destinations may vary depending on the product, supplier, shipping carrier and delivery restrictions applicable to the destination.

If we discover after you place an order that we are unable to deliver a product to your address, we will contact you and provide an appropriate solution, which may include cancellation of the affected item and a refund.

3. Order Processing

Orders generally require processing before they are dispatched.

Processing may include:

payment verification;
order confirmation;
supplier processing;
picking and packing; and
transfer of the parcel to the shipping carrier.

Processing time is separate from shipping or transit time.

Where an estimated delivery timeframe is displayed on the product page, at checkout or in your order information, that estimate takes into account the information available to us at the time of purchase.

Orders placed on weekends, public holidays or during periods of unusually high demand may begin processing on the next applicable business day or experience additional processing time.

4. Estimated Delivery Times

Estimated delivery timeframes may be displayed on the relevant product page, during checkout or in your order information.

Delivery estimates are based on information available from our suppliers, fulfilment partners and shipping carriers and may vary depending on:

your delivery location;
the origin of the product;
processing time;
the shipping method used;
carrier network conditions;
customs or border processing where applicable;
public holidays;
severe weather or natural events; and
periods of unusually high demand.

We make reasonable efforts to provide accurate delivery estimates and do not intentionally advertise delivery timeframes that we know cannot reasonably be met.

Unless expressly stated otherwise, an estimated delivery date or timeframe is an estimate rather than a guaranteed delivery date.

Nothing in this section limits any rights you may have under the Australian Consumer Law where an order is not supplied within a promised or reasonable time.

5. International and Overseas Fulfilment

Some StellarPetSupplies products may be fulfilled directly from suppliers or fulfilment facilities located outside Australia.

As a result, some orders may take longer to arrive than products dispatched domestically and may pass through international shipping networks or customs processing before delivery.

The country from which a parcel is dispatched does not necessarily indicate the origin, manufacturer or brand of the product.

We recommend reviewing the estimated delivery information available for a product before completing your purchase.

6. Shipping Costs

Any shipping charges applicable to your order will be displayed before you complete checkout.

Where free shipping is offered, no standard shipping charge will be added for the eligible product or order.

Additional charges may apply where you select an optional premium or expedited shipping service, if such a service is available.

We will not add undisclosed shipping charges to an order after it has been placed.

7. Multiple Products and Separate Parcels

If you purchase multiple products in the same order, they may be fulfilled by different suppliers or fulfilment facilities.

As a result:

products from the same order may be dispatched separately;
you may receive more than one tracking number;
parcels may arrive on different days; and
receiving one parcel does not necessarily mean that your entire order has been delivered.

There is no additional shipping charge solely because we choose to fulfil an order in multiple parcels unless a charge was clearly disclosed and agreed to when you placed your order.

8. Tracking Information

Where tracking is available, tracking information will generally be provided after your order has been dispatched.

Please allow some time after receiving a tracking number for the carrier's tracking system to register or update the shipment.

Tracking information may occasionally:

take time to update;
show limited information while a parcel is moving between carriers or facilities;
remain unchanged for several days during international transit; or
change when a parcel is transferred to a local delivery carrier.

These circumstances do not necessarily mean that your parcel has stopped moving.

If your order has passed its expected delivery timeframe and the tracking information has not provided a meaningful update, please contact us so that we can assist.

9. Delivery Addresses

You are responsible for providing a complete and accurate delivery address when placing your order.

Please check your:

recipient name;
street address;
unit or apartment number;
suburb or city;
state or region;
postcode; and
country

before completing checkout.

If you notice an error after placing an order, please contact us as soon as possible.

Because orders may begin processing shortly after they are placed, we cannot guarantee that an address can be changed once an order has entered fulfilment or been dispatched.

Where an order cannot be delivered solely because an incorrect or incomplete address was provided by the customer, additional reasonable costs associated with redelivery may apply where permitted by law.

Nothing in this section limits your rights where the delivery problem was caused by StellarPetSupplies, our fulfilment partner or another matter for which we are responsible under applicable law.

10. Order Changes and Cancellations

Orders may enter processing shortly after they are placed.

StellarPetSupplies does not accept order cancellations for change of mind.

If you contact us immediately after ordering to correct an error, we will make reasonable efforts to assist where possible, but we cannot guarantee that changes can be made once fulfilment has commenced.

We may cancel an order or part of an order where we are unable to fulfil it, including where:

a product becomes unavailable;
the supplier is unable to fulfil the order;
delivery to the nominated location is unavailable;
there is an obvious pricing or listing error;
payment cannot be successfully processed or verified; or
we reasonably believe an order involves fraudulent or unauthorised activity.

Where we cancel an order after payment has been received because we are unable to fulfil it, we will provide an appropriate refund.

Nothing in this section limits any cancellation or refund rights available to you under applicable law.

11. Shipping Delays

Occasional shipping delays can occur.

If we become aware of a material delay that is likely to affect your order, we will take reasonable steps to provide you with updated information where available.

If we are unable to supply your order within a promised timeframe or within a reasonable time, we will provide an appropriate solution in accordance with the Australian Consumer Law. Depending on the circumstances, this may include the opportunity to cancel the affected order and receive a refund.

We do not exclude or restrict responsibility where doing so would conflict with your rights under the Australian Consumer Law.

12. Lost or Missing Parcels

If your order has not arrived by the end of its expected delivery timeframe, please:

review the latest tracking information, if available;
check around the delivery location and any safe-drop areas;
check whether another member of your household or someone authorised to receive parcels accepted the delivery; and
contact us if the parcel still cannot be located.

We may contact the supplier, fulfilment partner or carrier and ask them to investigate the shipment.

If an order is confirmed as lost or cannot be supplied within a reasonable time, we will provide an appropriate remedy in accordance with applicable law. This does not necessarily apply where a parcel has been correctly delivered in accordance with the delivery instructions and is subsequently lost or stolen.

13. Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please first check:

around the delivery location;
any designated safe place;
with household members or other authorised recipients; and
any delivery information or photographs supplied by the carrier.

If you are still unable to locate the parcel, please contact us so that we can assist with investigating the delivery.

A carrier marking a parcel as "delivered" does not prevent us from investigating a legitimate delivery issue.

14. Unsuccessful Delivery and Returned Parcels

A carrier may be unable to complete delivery in circumstances such as:

an incorrect or incomplete delivery address;
an inaccessible delivery location;
unsuccessful delivery attempts;
failure to collect a parcel from a collection point within the carrier's specified period; or
refusal of delivery.

If a parcel is returned to the supplier or fulfilment facility, please contact us.

We will assess the circumstances and advise you of the available options.

Where failed delivery resulted solely from incorrect information supplied by the customer or failure to collect a parcel after reasonable delivery attempts, reasonable redelivery costs may apply where permitted by law.

This does not affect your rights where the failed delivery was not caused by you.

15. Damaged Parcels or Products

If your parcel or product arrives damaged, please contact us as soon as reasonably possible.

Where possible, please retain the product and packaging and provide:

your order number;
photographs of the outer packaging;
photographs showing the damage to the product; and
a brief description of the issue.

This information assists us in investigating the problem with our supplier or shipping carrier.

A product damaged during delivery may entitle you to a remedy under the Australian Consumer Law.

Please refer to our Refund Policy for further information.

16. Incorrect or Missing Products

If you receive an incorrect product, or an item appears to be missing after all parcels associated with your order have been delivered, please contact us.

Please provide your order number and, where reasonably possible, photographs of the products and packaging received.

We will investigate the issue and provide an appropriate solution.

17. Customs, Duties and Import Taxes

For orders delivered outside Australia, customs duties, import taxes or other charges may be imposed by authorities in the destination country.

Any taxes or charges that StellarPetSupplies is required to collect will be shown at checkout where applicable. Additional import duties, customs charges or taxes may be imposed by authorities in the destination country and, where StellarPetSupplies is not required to collect these amounts at checkout, they may be payable by the recipient.

Customs procedures and charges vary between countries and are controlled by the relevant authorities rather than StellarPetSupplies.

International customers should consider their local import requirements before placing an order.

18. Customs and Border Delays

International shipments may occasionally be subject to inspection or processing by customs, border authorities or other government agencies.

These processes can affect delivery time.

Where we become aware that a customs or border issue is likely to materially affect the expected delivery of your order, we will provide relevant information where reasonably available.

Nothing in this section limits your rights if your order is ultimately not supplied within a promised or reasonable time.

19. Shipping Restrictions

Certain products may be subject to carrier, destination, customs or regulatory restrictions.

Where a product cannot legally or practically be shipped to your destination, we may be unable to fulfil the order.

If this occurs after payment has been received, we will contact you and provide an appropriate refund for the affected product unless another solution is agreed with you.

20. Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

If we are unable to supply a product within a promised timeframe or, where no specific timeframe has been promised, within a reasonable time, you may have rights to a remedy under Australian Consumer Law.

Your rights apply regardless of whether your order is shipped by StellarPetSupplies directly or fulfilled on our behalf by a third-party supplier or fulfilment partner.